The Airport Lounge Wars

[artee]

Terrific article in The New Yorker called The Airport Lounge Wars. It's pretty US centric, but interesting in any event, especially looking at the history of the lounges and what the future (may) hold.

Too long to quote in its entirety but...

Airport lounges are about who gets in and who does not. There are lounges with hot dogs on rollers, lounges with pedicurists, and lounges with personal butlers. Ease of admission varies accordingly. Most people at an airport don’t visit a lounge. If they did, it would kind of defeat the purpose. But we’re getting there. Last year, Priority Pass, a membership network of mostly low- and mid-tier lounges, saw a thirty-one-per-cent increase in visits. By 2023, amid the post-pandemic travel boom, John F. Kennedy Airport had increased its lounge space in Terminal 4 alone to some seventy thousand square feet—about the size of Bill Gates’s mansion, Xanadu 2.0. Since then, the terminal has added another Xanadu’s worth. There are more than thirty-five hundred airport lounges in the world. Suvarnabhumi Airport, in Bangkok, has thirty-seven—roughly one for every two gates. Kasane, Botswana, a town of about ten thousand people, has an airport smaller than some lounges; it has an airport lounge. Three of the four lounges in Punta Cana’s airport have outdoor pools.

Some people fly just to visit a specific lounge. Others go to great lengths to get in. In 2016, at Changi Airport, in Singapore, a Malaysian businessman named Raejali Buntut missed a flight to Kuala Lumpur. He’d dozed off in the Plaza Premium Lounge. Instead of rebooking, he went to more lounges, hopping from one to the next, a total of thirty-one times. He didn’t leave the airport for eighteen days. He got into the lounges with a Priority Pass—a perk of his Citi credit card—and forged flight tickets. A staffer at one lounge eventually alerted the authorities. She received a special ceremony and a plaque. Buntut received a fraud conviction and was sent to jail, a place definitionally very similar to a lounge, but emotionally very different.

Recently, I endeavored to visit as many lounges as I could in the span of a week without leaving New York, like Buntut but without the fraud. I have a fondness for free stuff and a willingness, on occasion, to sit around and do nothing. I do not have status—of any kind—but I do have a Priority Pass. Thus I found myself at the HelloSky Lounge, in a busy corner of J.F.K.’s Terminal 4.

Like a D.M.V. with couches, HelloSky had ceiling tiles, almost no natural light, and carpet that will take centuries to decompose. There were cheap Halloween decorations everywhere. Everyone seemed thrilled to be there. I sat down in front of a paper cutout of a witch. Nearby were Matt and Joann Gross, who were waiting for a flight to Memphis. “We’re going on a geriatric cruise down the Mississippi,” Joann explained. They were fans of HelloSky. “It’s really nice!” Joann said. “In here it’s less airporty.”

“It’s not very crowded,” Matt said. “I’ve been in some that are like being on the subway. You might as well sit out there.” He gestured to the concourse.
/continues...

Archived copy here

[Kiltrash]

The only time we used a Lounge was out second trip LHR - MEX on AM8

This was because of the disaster the first time we flew the route. Dep was due 22.30 from T3 and there had been several knock on delays for the aircraft flying their last overnight flights meaning the Terminal was rammed the food offering had a lot to be desired and it and the toilets showed they had had a ' bad ' day...

Resolved to use a Lounge the next time and although it was moderate pricy at least we got comfy seats, a good selection of food, hot and cold toilets were serviced .. Well don't want to fly on a full tummy...
Can't remember the name of the Lounge, possibly Aspire, if that is correct? In 2018

[Helol]

Used BA's Concorde Room (CCR) at T5 LHR, have used BA business lounge - not great; busier than Piccadilly Circus, full, noisy, dirty. My favourite is Virgin's Clubhouse at LHR T3, IMO it is much nicer than the CCR, just fresher and brighter. The CCR is very nice, but I just get the overall impression it's a little 'tired'. A number of years ago, I paid to use a 'lounge' at LHR. Oh my, never again. Dreadful.

[Asturias56]

Nothing could beat the old Air France Concorde Lounge at CDG - and I 'd say the same (but in the opposite direction) for the old Air Tahiti Nui Lounge at LAX.

I've found that the larger airlines (BA, SQ, Emirates, Qantas etc et) lounges at their home bases are uniformly disappointing and overcrowded

[Expatrick]

Maybe, and only with new build airports starting from scratch (obviously) , every gate should also be a lounge...

[Mr Mac]

Helol
Never got into the Concorde lounge, but would concur with your view on BA Business lounge at LHR T5, indeed the last time through, which is not a regular route, I went to F&M counter just at the bottom of the escalators and had a light repast there, and then went to the lounge too do little work. It is grubby though and badly needs refreshing, and I cant comment on Virgin as surprisingly I have never flown with them, well to date anyway.

Asturias 56
I would concur with your view on the larger lounges for SQ and EK as again they are vast, and again can be extremely busy, and I came through Istanbul in October and would say the same, though at least they are cleaner than BA LHR. One of my favourite EK lounge was ironically MAN in T1 which has just closed but had a great view and very attentive and polite staff. I am sure the staff will be equally good in T2 but the view will not be so good I fear. Currently there is chaos in T2 with lounges, as EK are in 1803 awaiting their new one opening and as a result everything is extremely busy.

Cheers
Mr Mac

[Mr Mac]

Expatrick
If so I would expect airfares to go through the roof. Lounges take up space and in many airports retail therapy is king as it along with parking is the main money earner.
Cheers
Mr Mac

[Asturias56]

"Lounges take up space " true but in most airports they're tucked away either just under the roof or in the basement and some distance from the Shopping Mall. I doubt they'd be otherwise used for anything that generated the amount of cash they take off us for a Business Class seat.

I gave up on LHR BA T5 lounges years ago - as you say they're shabby and packed - we also use the F&M counter but that is often packed solid

[Expatrick]

Originally Posted by Mr Mac

Expatrick
If so I would expect airfares to go through the roof. Lounges take up space and in many airports retail therapy is king as it along with parking is the main money earner.
Cheers
Mr Mac

Sure, but a good (great?) experience is worth paying for - and might help lift air travel out of its "cheapest is bestest" syndrome!

[redsnail]

I've used many lounges over the years.
Virgin Atlantic's lounge in LHR T3 is very good. Good selection of food, snacks and drinks. I can't remember if the salon and shoe shine options are still there. (Used January 2025). BA's Lounge in T3 LHR is a tad basic but it works ok. Their Concorde Lounge in T5 (need a first class ticket) was pleasant but a bit samey. No real "wow". Good food. (Used Oct 2019). BA's lounges North and South are ok, but the southern one gets very crowded.
Emirates First Class lounge in Dubai is incredible. Showers, top class food, massage options. (Accessed 2014 I think). Their Business class lounge in Dubai is great, their lounge in LHR, ok. It works. (Dec 2016).
I've used many Aspire and Priority Pass lounges ranging from adequate to delightful.

[tdracer]

I've been frequenting the Delta lounges for years at various airports. The evolution has been striking - the Delta lounges today are far nicer than the ones I visited 20 years ago. Bigger, more food/drink options (it used to little more than 'bar snacks' - now you can enjoy a well-rounded meal appropriate to the time of day). Also visited Korean, EVA, BA, and Singapore airport lounges - no major complaints although crowding was occasionally an issue. Last time through JFK, we were entitled to the Delta lounge - but there was a massive line waiting to be let in (not that it mattered - we had a short layover and even if we'd been able to walk right in, we'd only been able to stay a few minutes). But that's been the exception - not the rule.
I can also use the American Express lounge (although only when traveling on Delta) - only visited one but it was very, very nice.

My wife and I flew Delta One out of Seattle a few months ago (on our way to Indonesia) - they now have a special lounge just for Delta One (if you're not familiar with Delta - Delta One is their premium international product). Instead of the open, buffet style that's the rule at the other lounges, the Delta One lounge was more like a fancy sit-down restaurant - with special menus and food prepared to order (but no bill to pay when you left ). Unfortunately - due to a brain fart on my part (long story) - we didn't have much time and couldn't wait for a proper, prepared meal before we had to go board our flight. My wife (who absolutely loves all-you-can-eat buffets) didn't like it at all - although if we'd had more time and she could have ordered off the menu, she might have liked it better.

[PAXboy]

The all-purpose lounges are those run by Aspire and many others around the globe. They provide a service for carriers who need a Biz lounge but only have one rotation a day. They also contract with Priority Pass, credit card companies and others. The problem is that they now offer deals to numerous carriers who will up sell, "Why not start your holiday with a lounge visit?" This really caught on after Covid. Then they also started selling direct through websites. Consequently, they are always full. If you want to use and are, say in PE, then you have to book and pay in advance. The time of just presenting your Priority Pass (or other) card are long gone. I used P.Pass a great deal when commuting LTN-EDI on EZY and MUC-LHR as always in Y. Worked a treat and worth the extra that I paid for the card at that time. The LTN lounge has also gone down the sell seats and has been full on last coupe of visits but not used since October 2024.

In September this year I was going PE and used the LHR Aspire in T5 (south side of main building) and it was rammed with a queue outside. I only got in as I had booked, that was a freebie from AmEx as I would no longer pay for that lounge. Family who used it in November had it as a gift as they were in long haul Y. They were very dissapointed from when we had all used it in Feb 2020. Further, I have found that their food and beverage offerings have gone way down. I will not use them again. Recently, a friend used the Plaza Premium lounge, on the north side of main building in T5 and said it was still OK.

I agree that BA at LHR T5 are not nearly as good as they were. The North, last time we used, was still doing Covid style order through your phone. The South (Nov 2024) was busy but good buffet selection of food and beverages, which could be why it is so popular! However, the death of a thousand cuts is showing.

If going long haul from T5 in Y or PE, it would be simplest to go to the B or C building as soon as you can. MUCH quieter and get a seat. Dependng on time of day, shops may still be open.

I have not had the opportunity to use AmEx lounges since 2016. The one in SYD was very good.

As regulars may recall, my most frequent route is to JNB and CPT, also internal flights between them. The Bidvest lounges, access with Priority Pass, are BRILLIANT in both the international and domestics sides. The food etc should be checked by their competitors on how to do it properly. When leaving JNB for LHR, I think their Shongololo lounge is better than than the BA. The VS lounges in JNB+CPT are OK but nothing special.

Agreed that VS at LHR T3 is a cut above. I did use the CCR once in T4 but not in it's present iteration.

[Less Hair]

I avoid lounges that are crowded. Empty lounges might be nice to kill time and some are truly elegant and luxurious. I remember Korean's lounge with restaurant food at Incheon and Cathay's at HKG or Turkish's at Istanbul. Most of the time I prefer to sit in visual distance to my gate to keep an eye on the inbound flight landing on time, staff preparing things and such - that's if there are power sockets available.

[Asturias56]

Thai had a really nice lounge in HK - and surprisingly Garuda's Business Class lounge in JKT was superb pre Covid - not much alcohol but the staff were wonderful and they even had their own pet Major IMMIGRASI (who clearly knew he had died and gone to heaven) to handle the irritating paperwork.

Iberia's Business class lounge in Madrid T4s is about the size of the whole of T5 at LHR - we've lost people in there

[ZFT]

Thai 1st class lounge at Suvaranabhumi pre covid was excellent, sadly now gone as have most of TGs regional lounges being outsourced or downsized.

[justapax]

Thai used to have an excellent guy in Delhi who would take your luggage (in the 1980's, I was travelling with typically 90 kg) and the carnet (typically 2 cm thick) and return an hour later while you sat in their lounge, drinking something chilled and mildly alcoholic, looking as if he had been dragged through a hedge backwards, which is a normal reaction to dealing with Indian bureaucracy. As I was used to the being-dragged-backwards experience, I was truly grateful. I recommended him for a promotion.

I don't do that kind of travel any more, but if Thai still offer this level of service to business travellers, that's a reason to fly with them.

[ZFT]

Thai sadly are a shadow of their former selves in every department now.

A great pity as I enjoyed their service for over 20 years until covid and political interference wrecked them.

[wub]

Heathrow T5 lounges are a mixed bag. The Concorde Room is the nicest, although last time I was there my champagne glass was so dirty I sent it back and they forgot my food order. The First Lounge can be like a zoo, it's best to find a seat in the terrace, although they now have seats with high backs at the window, which feel more private. Galleries North and South are so busy, it feels a though it would be quieter to stay in the public area in the terminal but of course, no free stuff. By far the best is T5B lounge, often quieter and so if travelling long haul I usually head there, as flights depart from B and C gates. The Aspire Lounge is very poor, not worth the price of a visit.

Changi has some great lounges if flying One World Alliance carriers. The Qantas First Lounge is excellent, with table service, the Qantas Business Lounge is okay but gets packed. The BA Lounge is pretty good. The Bar, their First Class area, is windowless and dingy, not pleasant apart from the premium drinks. I haven't yet tried the Qatar lounge but will on my next trip.

In Hong Kong recently, I visited the Qantas Lounge, acres of space and very good buffet food. I also went to the Cathay Wing Lounge, table service and light and airy. By far the best is The Pier. Excellent staff, superb bar and great food. It's good to know that some airlines still value their customers enough to provide excellent lounges.

[Asturias56]

" Qantas Business Lounge is okay but gets packed"

thats a major problem in the larger airports they serve - so many many pax on "points"

[Impress to inflate]

I'm very lucky. I have Qantas Platinum and Virgin Gold. With Qantas I get One World first class lounge access and with Virgin, I get well looked after with Singapore Airlines lounge network. I do see plenty of idiots in lounges. My last visit to the Singapore Airlines Gold lounge in Changi T2, there was an Indian pr!ck who stole half a kilo of cheese, ALL the tea bags in the Twinings box........3 times over as well as other food items. His pockets were stuffed and his back pack was full of cheese and other packets of food items. I reported this fool to the lounge lady. She said she would review CCTV.

After the pandemic and travel opened up again, I was in the Qantas Business lounge (Domestic) and found a lady emptying the large sweet jars into her large handbag then grab handfuls of jams, butter and vegimites.

I do find people at international airports trying to scam into the First lounges a lot with weird and wonderful stories being given to lounge staff